Senior Technical Support Engineer

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Requirements:

• 5+ years of experience in a technical support role in a SaaS environment (or related)
• Excellent problem-solving skills
• Excellent time-management skills
• Excellent customer service abilities
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong leadership skills.
• Proficient in diagnosing and resolving technical issues across multiple platforms.
• Advanced troubleshooting skills for a broad range of technical problems.
• Proficient in using databases, REST APIs, or cloud environments.
• Proficient in using log management systems (e.g., Splunk, Sumo Logic, ELK, Sentry)
• Proficient in using ticket tracking systems (e.g., Zendesk, Jira, Linear)
• Proficient with using user behavior insights systems: LogRocket, FullyStory
• Expertise with SQL queries (Filtering, sorting, joining, aggregations, subqueries)
• Ability to lead technical discussions with customers or internal teams.
• Ability to work with multiple projects simultaneously.
• Familiarity with reviewing code in various languages (e.g., TypeScript, Node.js, React, Vue.js, Python)
• Proficient in creating scripts or tools to enhance troubleshooting and efficiency, create tools or automate tasks
• Proficient with version control systems (e.g.,git, subversion, mercurial)

Responsibilities:

• Handle escalations and resolve high-complexity issues.
• Collaborate with engineering, product and customer support teams to triage and escalate bugs effectively.
• Suggest knowledge base improvements when patterns are identified in customer issues
• Assume the role of Incident coordinator following incident management policy
• Lead continuous improvement by conducting post-mortems with the Engineering team and other stakeholders following production incidents.
• Define best practices for team processes and tools.
• Serve as a bridge between support and engineering to ensure knowledge sharing.
• Own the technical support process for high-priority accounts or products.
• Write good and clear documentation to express solutions, processes and systems.
• Design and improve workflows, and tools.
• Use tools such as: data warehouse, log management system and frontend analytics platforms to create the monitoring that will identify and report on trends
• Contribute to defining team goals
• Create and maintain troubleshooting, training and process documentation
• Review and approve troubleshooting and process documentation
• Provide mentorship for junior team members.
• Facilitate external documentation reviews